Team Manager

Date: Aug 8, 2019

Location: North York, ON, CA, M2J 5G1

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.

 

Reporting to the Senior Manager, Consumer Care this role is critical in supporting a team of customer service representatives to provide the most reliable service to our customers.  We are looking for a leader who, first and foremost, can inspire others and who consistently leads by example.   Are you passionate about customer service and sales? Do you have a proven track record of helping to build and develop top performing teams? Do you thrive in a fast-paced, highly competitive contact center environment? If so, these are the skills we think you will need to be successful in this role:

 

Responsibilities:

 

  • Develop a team culture of high engagement, inspiring team members to continuously improve, developing top talent and fostering a positive environment for all employees that is consistent with Rogers Values
  • Gather and analyze multiple data points and observation to identify trends for improvement for the team and the individual team members. Collaborate with cross functional teams to drive solutions into the business
  • Conduct regular coaching sessions with all team members utilizing personalized coaching plans, consistent observations and excellent follow-up to ensure strong ROI on time investment
  • Initiate performance management steps to quickly address and resolve gaps in conduct or performance adapting activity to recognize tenure and unique considerations
  • Resolve sales & customer service issues through effective and efficient decision-making
  • Contribute to driving revenue growth by coaching and performance managing to improving wireless and residential revenue outcomes per customer (ex. ARPA and/or same or up %)
  • Lead and/or participate in centre initiatives that drive centre’s key business indicators and employee engagement. Act as a change leader for organization by demonstrating the Rogers Values and supporting staff during times of transition to ensure strong buy in
  • Create a seamless experience across channels, fostering empowerment to drive improvement in customer satisfaction by reducing transfers, increasing customer promoters and decreasing detractors
  • Deliver huddles and new information in an informative manner, ensure training is complete and employee feedback is addressed to drive effective and confident customer conversations

 

Minimum Qualifications:

 

  • 1-3 years’ experience in a fast paced work environment
  • Able to effectively address performance gaps using structured performance management processes while maintaining connection to employee
  • Strong understanding of Rogers products and the value they provide to our customers
  • Demonstrate ability to successfully drive improvement to Key Performance Indicators through a deep understanding of coaching techniques
  • Strong understanding of team building and ability to foster credibility as a leader with demonstrated ability to influence people
  • Flexibility in hours of work to ensure requirements of team and business are met
  • Expert in value based conversations
  • Strong facilitator and skilled at generating engaged dialogue and increasing skill in a group setting
  • Proficient in leading a successful Hero Huddle
  • Absolute commitment and ability and willingness to do what it takes to help their teams succeed
  • Strong understanding of our Rogers Values and key business priorities
  • Development plan in Successfactors
  • Preference will be given to those in LDP (Leader Development Program)

 

As you consider what’s next, remember that we work as one team, with one goal – to serve our customers betterWhat makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered.

Schedule: Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 2235 Sheppard Ave E Suite 600 (005), North York, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 163752
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  [[req_strategyPage]] 

 

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